Professional Planning Forum. Delivering a 5 star service

Transcription

1 Professional Planning Forum Delivering a 5 star service Chris Rainsforth RWE npower 24/09/2012 PAGE 1

2 Agenda > 10:15 10:45 Introductions and Company Overview > 10:45 11:45 Triangulation and overview of Insight > 11:45 12:00 Comfort break > 12:00 13:00 Quality Overview 5* Service Evaluation Process Perfect Call > 13:00 13:30 Lunch and Networking PAGE 2

3 Agenda > 13:30 14:30 Speech Analytics Overview/Solution Strategic deployment Our Analytical process and output System Demo > 14:30 15:00 The future > 15:00 16:00 Final discussions and close PAGE 3

4 Company Overview > RWE npower is an integrated energy business, generating electricity and supplying gas, electricity and related services to customers across the UK. > We operate and manage flexible, low-cost coal, oil and gas-fired power stations - generating over 11 GW of electricity. > We serve around 6.5 million customer accounts and produce more than 10% of the electricity used in England and Wales. PAGE 4

5 Customer Service (Domestic) Midlands Customer Accounts North East Service Collections Leeds Cash Operations PAGE 5

6 Background > Over the last 2 years we have been reviewing our Quality Agenda looking at Technology and resource to ensure we deliver actionable intelligence to our operational teams to drive an improved customer interaction. > On top of Verint Ultra call recording we have now invested in both Verint Customer Feedback and Verint Speech Analytics products to support the following objectives :- Understand what our customers think of our service Gain a better understanding of contact drivers Provide more detail on how our advisors are performing so we could deliver key operational improvements. Identify opportunities to improve customer experience. To ensure that business improvements positively impact customer satisfaction PAGE 6

7 Triangulation Overview RWE npower 24/09/2012 PAGE 7

8 Triangulation PAGE 8

9 Quality Before > Scripted/Robotic advisors > Percentage based scoring > Drove negative behaviour > Not reflective of actual service After > Robust rating based system > Business and customer balanced > Reflective of external measures > Highlight clear development areas PAGE 9

10 Results Clear Performance Improvements PAGE 10

11 Feedback Before > Quality Analysts outbound calling customers to obtain their feedback > Trialled Verint Customer Feedback System to understand potential benefits After > Verint Customer Feedback System implemented > Link to external surveys > Quality checking interactions where feedback has been left to provide a rounded view PAGE 11

12 Combined Results PAGE 12

13 Speech Analytics Before > Call Pegging & Examples collated by Service > NPS Data Capture Forms > Unable to identify Real Time issues > Very manual and time consuming After > % of calls now transcribed into text > Intraday analysis easier to identify > Using key word searches we are able to group calls into defined categories > Deep Dives of categories - Analysing the calls to identify specific call drivers PAGE 13

14 Case Study Prepayment % Top 5 Drivers - Very Long & Long Call Durations 30% 25% 20% 15% 10% 5% 0% Oct Nov Dec Jan Feb Standing Charge Change Payment Method New Device Required Bill Query Final Bill Query Prepayment Call Duration - Before PAGE 14

15 Case Study Prepayment % Top 5 Drivers - Very Long & Long Call Durations 30% 25% 20% 15% 10% 5% 0% Oct Nov Dec Jan Feb Change Payment Method New Device Required Standing Charge Bill Query Final Bill Query Prepayment Call Duration - After PAGE 15

16 Quality RWE npower 24/09/2012 PAGE 16

17 Why a 5* Service There were several benefits of moving to 5* Service ideology: > Because our external perception and customer satisfaction results remained low and our customers expectations are changing continually. > We must be competitive in a market where price of product is comparable, this means that the service we deliver to customers has to be the differentiator between that of us and our competitors. > We are measured on a star basis by external companies like Consumer Direct/Consumer Focus > It is widely used in other industries and all of our people will have a level of comfort with this system through their personal interactions with and use of services like Amazon and You Tube PAGE 17

18 What it looks like and How it works > The form is split into 2 main areas, Interaction and compliance. The Interaction area determines the star rating of the call and the compliance section checks against the legal and procedural must do to give the call a pass or fail. > The Interaction area is split into 5 sections based on research into key failure areas. There are key competencies within each section which without correctly completing will have a negative impact on the overall score. > Yes, No, Not Applicable (where appropriate) is the objective marking standard used to ensure the highest possible data integrity. PAGE 18

19 Evaluation Form Example Each section calculates independently of each other Equal weighting of all critical and non critical Critical failure results in nil value for that section Separate algorithm then calculates an overall star rating based on inputted values Flag built into system to determine whether compliance has passed or failed calculated separately to the interactional part of the form PAGE 19

20 Perfect Call Overview and Demo > The rollout of the 5* evaluation process happened over a 2 month period with all managers taken through a workshop > To help embed and encourage ongoing development of our people we created the Perfect Call Workshops to coincide with the rollout > Coaching toolkit created based on learning styles We will now demonstrate some of the activities created to help our Team Managers with coaching and to engage our advisors to deliver a 5* Service.. PAGE 20

21 Speech RWE npower 24/09/2012 PAGE 21

22 Speech Analytics Overview > Speech analytics tries to takes the guesswork out of improving customer experience, agent performance and customer insight. > By moving from anecdotal or fact-based decisions, from qualitative to quantitative information, some order is put on the millions of interactions that many large contact centres have in their recording systems, improving the reliability of the intelligence provided to decision-makers. > It doesn t remove the need to listen to calls, but it means that the calls listened to are far more likely to be the ones that should be listened to, whether for agent evaluation or business insight. PAGE 22

23 Strategic Deployment Speech Steering Group: Members: Heads of Service / Customer Relations and C&SI ; Site Heads ; Centre Support Mgr and Speech Analysts WORKING GROUP Speech Analytics Process Change Behavioural Change Change & Service Improvement Intra Day Management/ operations Quality Benefit Identification & Measurement In-day Demand Drivers Behavioural Theme Investigation PAGE 23

24 Our Analytical Process and Output To be able to extract data from Speech, that is usable, we build categories that search for key words or phrases. These categories are representative of known call drivers / triggers and these need to be regularly reviewed and updated. Search terms PAGE 24

25 Our Analytical Process and Output When we have pulled together our categories we can then begin to sort through the data and get some idea what our volumes of customers are calling regarding specific subjects We are then able to search within each category to listen to individual calls, identifying the context in which a word or phrase was used. PAGE 25

26 Our Analytical Process and Output At present the call is transcribed as a single sound file for both customer and advisor, however with the introduction of speaker separation we will be presented with two sound files. This will increase the accuracy of our searches and provide us with greater confidence in the data provided, by allowing us to distinguish between what the customer is saying and what our advisor is saying. The call is transcribed and the key words are highlighted, making them easy to locate PAGE 26

27 Our Analytical Process and Output Reports produced by Speech Analytics are quite basic and need to be processed in order to gain any insight from them. We can extract the category volumes by Agent, Team, Ops Group, Line of Business or Call Queue. Once the data has been extracted, it can be processed to display the percentage of calls that fall within each category. PAGE 27

28 Our Analytical Process and Output Once the data has been processed, we pull it all together in our Monthly Call Driver Dashboard, were it is graphically displayed From this report we are able to identify our main drivers of customer contact and how this changes month to month. PAGE 28

29 Our Analytical Process and Output By trending against categories, we are then able to highlight which contact drivers vary over the year, whether monthly or seasonally. Another measure that we present is Call Complexity. This represents the average number of categories that each call falls into. This data is made available to Service Managers through our Monthly Call Driver Dashboard. PAGE 29

30 Our Analytical Process and Output After identifying, from the Monthly Call Driver Dashboard, trends in specific categories in certain areas of the Service Centres, we are then tasked with analysing these calls to find possible route causes and triggers. Each piece of analysis can take anywhere between an hour to a month to compete, dependant on the size of the sample and the level of detail required in the analysis. Once the analysis is completed, we present our findings along with opportunities and potential savings. Attached are some examples of analysis that has been carried out previously. PAGE 30

31 Speech Analytics System Demo PAGE 31

32 Future RWE npower 24/09/2012 PAGE 32

33 Insight Dashboard CSAT Identifies positive and negative critical behaviours and gives visibility to centres. CSAT to Quality Analysts Identifies negative trends for further analysis. CSAT to Speech Analytics to Quality Analysts Verbatim Comments to be transcribed giving visibility and identifying focus for further analysis. Speech Analytics Provides Call Metrics against specific Call Drivers. Quality Analysts Measures positive and negative Advisor Actions, identifying knowledge/training gaps. Quality Analysts Identify and report Red/Yellow Alerts Speech Analytics to Quality Analysts Provides focus for Alerts (compliance). Quality Analysts Carry out in-depth analysis of key areas, as identified by automated feeds External Survey Feed in from external sources. Should reflect what we are seeing through other channels PAGE 33

34 Quality Scorecard - Advisor PAGE 34

35 Quality Scorecard Dashboard PAGE 35

36 Customer Feedback Dashboard PAGE 36

37 Customer Feedback Dashboard PAGE 37

38 Key Takeaways > Invest time getting your categories right and revalidate regularly > Recruit the right people to drive the tool > It won t do the work for you just point you in the right direction > Engage the operation buy in is key to improvement > Listen to what the MI is telling you > Keep searching for the truth PAGE 38